Ticket side conversation end-user


  • Jahn Bronilla
    Community Moderator

    Hi Sini Juntunen, this is possible to send side conversation but via email and not child tickets.

    Please see this Article https://support.zendesk.com/hc/en-us/articles/4408832279962-Enabling-and-disabling-side-conversations  

    Under Side Conversation you can enable by ticking the "Enable Email".

    Hope this helps! 

  • Sini

    Hi Jahn Bronilla, thanks for your suggestion. However, we do use email side conversations too. We would like to be able to create the child ticket to an end-user already from the beginning, rather than changing the requester on the ticket afterwards. This would be minor, but very helpful and efficient, feature change for us.

  • Ben

    Agreed. For example, a client emails a request and ticket is created. We want to check with the freight company and track that as a seperate ticket, so we would create a side conversation via Ticket, and set the requestor to be our contact at the freight company. 

    Doing this as a side conversation via email does NOT help us track that conversation with the freight company or comply with any SLA.

    +1(00) for this ability to create a side conversation ticket for an end user in the first step.

    Yes, we can change the requester later, but the requester must already exist, and you can't create and end user requester in this step and have Zendesk allow it. This adds friction and stress to a process that support agents don't need. 


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